This Product Owner role is within the Commercial directorate, focusing on the CRM ecosystem across existing platforms and new Digital Customer Experience initiatives. The position involves leading product teams to develop solutions that integrate customer needs, commercial priorities, and technology to deliver significant customer and business value.
Responsibilities
Work with the CRM Tribe Lead and key stakeholders across Commercial and Customer to define goals, shape the product vision, and create features that represent business value
Own, maintain, and effectively prioritise product backlogs, balancing business strategy with customer needs
Proactively generate your own backlog and champion these initiatives in conjunction with managing an inbound stream of work items
Research and analyse customer data and feedback, taking new features from initial idea through to execution
Take accountability for the digital experience in your product area, ensuring the experience is seamless and agentic first for both colleagues and customers
Write clear user stories and acceptance criteria, ensuring requirements are refined and understood ahead of upcoming sprints
Continuously analyse impact, scope, and dependencies, working with Product Owners, Technical Leads, and development teams
Coordinate development activities and release planning with product development teams
Participate in sprint planning, demonstrations, retrospectives, and daily stand-ups, helping teams understand requirements and providing feedback on delivery
Support the resolution of issues encountered throughout the development process
Identify opportunities to improve existing processes and drive improvements forward
Provide clear product development updates to management and stakeholders
Organise and lead Sprint Review sessions, presenting outcomes to wider stakeholders
Act as final approver for artefacts moving into production
Facilitate discovery workshops with business stakeholders to define product requirements
Ensure programme delivery milestones are achieved on time and to the required quality
Requirements
Good knowledge of the agile software delivery lifecycle, architecture, or delivery methodologies
Confidence communicating with a range of stakeholders and using data, insight, and customer impact to make a compelling case
Strong analytical skills with the ability to use analytics data to inform product decisions
Strong storytelling and communication skills
Clear understanding of iterative development and the product lifecycle
Ability to lead and inspire a team around a clear product vision
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Customer-focused mindset and a proactive approach to improving customer and colleague experiences
Strong business acumen, critical thinking, and analytical capability
Ability to balance competing stakeholder requirements and exercise good judgement
Highly organised approach with excellent attention to detail
Resilience and the ability to make sound decisions in a fast-moving environment
Strong commitment to excellence, integrity, and transparency
Collaborative approach across teams and departments
Strong ownership of delivery, goals, and outcomes
3+ years
’ experience working in a digital product-driven environment, preferably within customer-facing eCommerce or CRM
Experience working with or leading development on Salesforce
Understanding and experience of eCommerce platforms, architecture, and customer journey best practice
Broad understanding of digital disciplines, with experience across at least four areas such as digital analytics, product management, user experience research, UX and UI design, content production and management, optimisation, and technology development and delivery
Experience using Adobe Analytics or similar digital analytics tools
Benefits
Access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights
Up to 30 discounted
‘Hotline
’ airfares per year for yourself, friends, and family
Opportunities to take on new challenges and move forward within the business
About the Company
As the nation
’s flag carrier, British Airways connects Britain with the world and the world with Britain, a service it has provided for over 100 years since launching the world
’s first international scheduled air service between London and Paris.
